Complaints

Complaints Policy

At True Wealth Financial, we are dedicated to providing customer-centric, effective, and efficient complaint resolution services. Our commitment involves genuinely, promptly, fairly, and consistently addressing each complaint, ensuring unbiased treatment, and conducting thorough investigations into all allegations.

This Complaints Policy outlines our dispute resolution process, including how and where complaints can be submitted and how and when we will communicate with you regarding the resolution of your complaint.

If you have a complaint related to:

  • True Wealth Financial
  • One of our financial advisers or mortgage brokers
  • One of the products issued or distributed by us

 

How We Will Address Your Complaint

We are committed to promptly and flexibly responding to your complaint. Our aim is to achieve an early resolution, and whenever possible, we will strive to resolve your complaint during the initial contact. Urgent complaints will receive prioritized attention.

We will provide you with an opportunity to explain your complaint thoroughly. To assist in this process, we kindly request that you furnish the following information, if applicable, when submitting your complaint:

  • Your full name and contact details
  • Your date of birth
  • The name of your financial adviser or mortgage broker, if relevant
  • Names of any service providers associated with your complaint, such as investment, insurance, or credit product providers
  • Any relevant account numbers or references, such as investor numbers, loan numbers, policy numbers, or superannuation account numbers
  • Supporting documentation
  • Your desired resolution

 

Your complaint will be handled fairly and impartially, with all allegations being subject to a thorough investigation. We will notify the involved financial adviser or mortgage broker about your complaint and request their response.

Once your complaint is resolved, agreed-upon solutions will be implemented promptly.

 

How and When We Will Communicate with You About Your Complaint

We will acknowledge receipt of your complaint within one business day, either verbally or in writing. If immediate acknowledgment is not feasible, we will do so at the earliest opportunity.

We will diligently investigate your complaint and provide a response within 30 calendar days. Our response will include:

  • The outcome of your complaint and the steps taken to resolve it
  • The rationale behind our decisions
  • Information about your rights if you are dissatisfied with the resolution

 

If we are able to completely resolve your complaint to your satisfaction within five business days, we may not provide a written response unless requested.

For complex matters requiring additional time for thorough investigation and resolution, we will notify you in writing within 30 calendar days of receiving the complaint. In this communication, we will explain the reasons for the delay.

Throughout the process, we will maintain transparent communication.

If you remain unsatisfied with the resolution of your complaint, you have the option to lodge a complaint with the Australian Financial Complaints Authority (AFCA).

Your Right to Lodge a Complaint with AFCA

If your issue remains unresolved to your satisfaction, you have the option to file a complaint with AFCA. AFCA offers impartial and free complaint resolution services for consumers. You can reach AFCA using the following contact information: